Director of Customer Service and Digital Operations

DIRECTOR OF CUSTOMER SERVICE & DIGITAL OPERATIONS

PERMANENT / FULL TIME / AUCKLAND

Help shape how customers experience Les Mills around the world. If you are customer obsessed, operationally sharp, and passionate about using automation to make service faster and simpler, this role puts you at the centre of our global Digital team.

The Director of Customer Service & Digital Operations leads customer service and operational support across our Instructor and LES MILLS+ experiences, Born to Move, Les Mills Content, Virtual, and TechOps. You will bring these teams together around one goal: making it easy for customers and employees to get the right answer, resolve issues quickly, and keep our digital services running reliably.

• Lead customer service for Instructors and LES MILLS+
• Lead support and operations for Born to Move, Les Mills Content, and Virtual
• Provide leadership oversight for TechOps and employee technology support
• Drive automation, self-service, and faster time to answer across every service channel
• Build one operating rhythm across customer service and digital operations
• Use customer insight and operational data to improve service quality, reliability, and efficiency

About the Role

You will lead a diverse portfolio spanning customer support, content and platform operations, and internal technology services. Working across Product, Engineering, Data & AI, Content, and commercial teams, you will simplify service journeys, remove recurring pain points, and build scalable operating practices. This is a hands-on leadership role for someone who can set the strategy, develop strong leaders, and improve the day-to-day experience for customers and employees.

You’ll shine if you have

• A strong track record leading customer service, digital operations, service delivery, or technology operations teams
• Experience bringing multiple service teams together around clear outcomes, standards, and operating rhythms
• A customer-first mindset and a practical approach to simplifying complex service journeys
• Demonstrated success using automation, AI, knowledge management, and self-service to improve support
• Strong operational judgement, including incident management, prioritisation, risk, and service continuity
• Confidence using service data to improve customer satisfaction, resolution time, quality, and cost to serve
• Exceptional stakeholder management and the ability to influence across Product, Engineering, Content, and business teams
• A leadership style that combines high standards, empathy, clarity, and a willingness to roll up your sleeves

• 10+ years of experience across customer service, digital operations, service delivery, technology operations, or related leadership roles.
• Proven experience leading leaders and multi-disciplinary teams in a complex, global, or multi-product environment.
• Experience improving service performance through process redesign, automation, AI, self-service, or modern support platforms.
• Strong commercial and analytical capability, including setting service measures, managing budgets, and making clear trade-offs.
• Demonstrated success delivering measurable improvements in customer experience, operational reliability, and team effectiveness.

About Les Mills

At Les Mills, unlocking and amplifying that inner drive to achieve our goals is something we’re not shy to say we’re great at.

Today, Les Mills International’s programs are in 20,000 gyms across over 100 countries . Combined with the growth of our digital platform LES MILLS+ , it’s an exciting time to join our global business.

Our mission is simple: to create a fitter planet .

You don’t need to be a fitness fanatic to fit in—but you’ll have the opportunity to make movement part of your day while growing your career in a purpose-led, high-performance environment.

What’s in It for You

We operate as a flexible, hybrid workplace , supporting a balance of working from home and in-office collaboration.

We offer a range of benefits, including:

• Free gym membership and LM+ subscription
• 26 weeks full-pay primary parental leave
• Health insurance discounts
• Company-wide connection opportunities
• Global mobility
• Dog-friendly office
• Volunteer day
• Free fresh fruit and snacks

Inclusion & Belonging

We are a Gold Supporter of the Pride Pledge organization, committed to providing a flexible, diverse and inclusive environment.

We believe our people are the only way to help us work towards some steep growth goals and industry-leading innovations. If you’re excited about this role, we encourage people of all backgrounds to apply, even if you don’t meet every requirement. We might have something waiting in the wings that you’d be perfect for.

We value the concepts of togetherness, support, equity, and respect, and that begins with increasing diversity in our teams.